Sliders Touch Inc

"Sliders Touch Inc. refurbished one sliding glass door in the Member's condominium on 17 December 2007. The Member was happy with the work and the price. The majority of the work that was completed that day was of a complex nature and was being conducted by an employee who was currently in training. At the Member's request, on 10 January 2008, Kemp Montague arrived at her condominium to refurbish her second door. This time Kemp conducted the work personally. As both, the owner of the company and developer of the specific work in question, he was able to finish the work in a more timely manner. The Member complains that we are not honest in our pricing. This is unfair. She was given an estimate for both doors. The work was completed and she was satisfied. The only difference between the two jobs were the two individual technicians that performed the restorations. On the second door, the technician who was the owner, was much quicker than the trainee. Supervision and possible rework of a trainee, in any industry, is to be expected which accounts for the longer work time of the first door. All prices given by Sliders Touch Inc. are estimates and we inform the customer up front. While the majority of our invoices come in "at estimate" there are occasions where the invoice will be either more or less than the estimate given depending upon the actual work that is completed. While the invoice did come to more than Kemp had originally thought, it was for an additional $90.00. Total invoice for the second door was $1,025.00. In no way can this be described as "bill dishonesty". Sliders Touch Inc. does not charge by the hour. Each door restoration will be different depending on location (exposure to ocean and salt corrosion versus mainland side), whether or not the doors are on an annual maintenance program or the physical abuse of a door. If the doors are so old that rollers are obsolete, we must conduct modifications on site. This is why we give free estimates. Regarding the "screaming". This is an exaggerated claim. Please recall that this was the second time Kemp was in her home. Her claims of "fear" are not consistent with a customer who would voluntarily invite Kemp and Sliders Touch back into her home a second time. It is unfair for the Member to claim that we are dishonest. Many well satisfied customers, that we have served, would disagree with her. While this incident is unfortunate, I feel that the complaint was fueled by an emotionally charged customer, who, while very satisfied with the work and end result, was confused and unreasonable."